Citrix Cloud SME - PAN India

Tech Mahindra; Hyderabad, Pune District, Bengaluru; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

Tech Mahindra is seeking a Desktop & Collaboration Engineer (Citrix SME) to resolve incidents, plan changes, and optimize end-user experiences across Citrix VDI environments.

The role requires a 4-year IT degree or equivalent experience, strong problem-solving skills, and the ability to collaborate with global teams. You will maintain golden images, publish apps, and support desktop environments across Windows and macOS.

Qualifications

• 4-year technology degree or equivalent knowledge.
• Ability to solve problems and meet deadlines under pressure.
• Desire to learn new technology and grow across different areas of technology.
• Passionate about technology.
• Willingness to welcome and embrace change.
• Ability to work in a highly collaborative environment.
• Ability to manage small to medium IT projects.
• Strong communication with business users at all levels of the organization.

Responsibilities

• Provide problem resolution for incidents from Service Desk and other technology teams.
• Meet SLA targets and ensure team SLA targets are met.
• Ensure changes to production systems are planned and approved per Change Management.
• Keep documentation up to date across Support Systems teams.
• Improve end-user experience for associates using desktop technologies.
• Provide Tier 1 desktop engineering support to offshore partners during core business hours.

Skills

Problem solving

Work under pressure

Team collaboration

Project management

Communication with users

Interpersonal skills

Willingness to learn

Change mindset

Education

4-year technology degree or equivalent

Tools

Citrix

SCCM

Intune

Jamf Pro

Windows 11

macOS

Office 365

iOS & Android

Job description

Role & responsibilities

Desktop & Collaboration Engineer (Citrix SME)

RESPONSIBILITIES:

• Provide problem resolution for referred incidents from the Service Desk and other technology teams.
• Responsible for meeting Service Level Agreement (SLA) targets and collaboratively ensuring team SLA targets are met.
• Ensure all changes to production systems are planned and approved in accordance with the Change Management process.
• Collaborate with Support Systems teams (Service Management, Service Desk onshore and offshore) to ensure all documentation is always up to date.
• Focus on continual improvement of the end-user experience for our associates across the variety of technology the Desktop team enables.
• Provide Tier 1 desktop engineering support to offshore partners during core business hours for those teammates.

QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• A 4-year degree in a technology-related discipline or equivalent knowledge from work experience.
• Ability to solve problems and work to tight deadlines while under pressure.
• Desire to learn new technology and grow across different areas of technology.
• Passionate about technology.
• The attitude to welcome and embrace change.
• Ability to work in a highly collaborative environment.
• Ability to manage small to medium sized IT related projects.
• Ability to communicate with business users at all levels of the organization.
• Strong interpersonal and communication skills.
  

CITRIX VDI SUBJECT MATTER EXPERT:

The qualified candidate should have 3+ years experience supporting Citrix Virtual Desktop environments:

Desktop Imaging & Application Layer

• Build, update, and maintain golden images for VDI desktops, ensuring optimal performance, security compliance, and application compatibility.
• Package, publish, and maintain applications for Citrix Virtual Apps and Desktops, including application streaming and version control.
• Manage user profiles, policies, and personalization settings to provide a consistent and reliable end-user experience.
• Troubleshoot and resolve application, profile, and session-level issues reported by end-users or identified through monitoring tools.

Underlying Infrastructure & Cloud/Network Layer

• Administer and optimize Citrix core components (Delivery Controllers, StoreFront, Citrix Cloud services, licensing, and profile management tools).
• Manage and maintain virtualization platforms (e.g., Azure, VMware, Hyper-V) hosting the VDI workloads, including VM provisioning and storage performance tuning.
• Monitor, troubleshoot, and optimize network connectivity, load balancing, and gateway services for secure and reliable remote access.
• Perform capacity planning, performance monitoring, and disaster recovery testing for the VDI environment.
• Maintain documentation, operational runbooks, and change management records for all infrastructure components.

General Desktop & Collaboration Skills:

• Perform Tier 2 end-user support across macOS and Windows environments (OS, Office, 3rd party applications, hardware, and device/user configurations).
• Preferred technical knowledge and support experience in the several of the following areas, with focus on subject matter expertise in a key areas:
• SCCM, Intune, Jamf Pro, Windows 11, macOS, Office 365, iOS, and Android.
• PowerShell and other scripting languages.
• Active Directory and Group Policy in a distributed environment.
• Image Management, Application Packaging/Distribution, and Mobile Device Management.
• Maintain our desktop application environment, utilizing established best practices (task sequence installations, packaged deployments, device collections, etc.) for new software deployments, vulnerability patches, and version upgrades.
• Provide timely communication with software owners, pilot testers, and production deployments to deliver a consistent and predictable experience for our end-users.
• Collaborate with Service Desk, Networking, and Security to ensure successful configuration, testing, deployment, and management of our key workstation clients (VPN, DLP, AV, etc.).
• Collaborate with Corporate Security to identify and remediate software vulnerabilities.
• Diagnose application deployment issues and execute roll-back procedures as needed.

OTHER KEY SKILLS:

Strong communication skills will be critical to success in this role. Other key skills include:

• Debugging
• Analytical Skills Understanding system behavior and identify improvement opportunities
• Adaptability - Staying up to date on the latest SN best practices and features

Preferred candidate profile

Perks and benefits